At a Glance
- Tasks: Provide advanced technical support for Matrikon products in industrial automation.
- Company: Join Honeywell, a leader in innovation for over 100 years.
- Benefits: Professional development, dynamic work environment, and career advancement opportunities.
- Other info: Inclusive culture that values diversity and fosters innovation.
- Why this job: Make a real impact by solving complex customer issues with cutting-edge technology.
- Qualifications: Bachelor's degree in relevant field and 6+ years of technical support experience.
The predicted salary is between 50000 - 65000 £ per year.
We are seeking an experienced and customer-focused Senior Technical Support Professional to join the Matrikon Support team as part of Honeywell Connected Industrial (HCI). This role is responsible for providing advanced technical support for Matrikon products and solutions, including OPC Classic, OPC UA, industrial data connectivity products, and related software used in industrial automation and OT/IT integration environments. The position requires strong troubleshooting expertise, a deep understanding of industrial communication technologies, and the ability to resolve complex customer issues across installation, configuration, performance, interoperability, and product usage scenarios.
Matrikon’s portfolio includes OPC servers, OPC UA solutions, Data Broker, Tunnellers, historians, and related interoperability offerings used across industrial automation environments. This is a full-time hybrid role based in Bracknell Honeywell site.
Key Responsibilities
- Investigate un-invoiced shipments and identify sales orders needing urgent shipping actions.
- Provide L2/L3 technical support for Matrikon products, addressing issues related to installation, configuration, connectivity, security, and performance.
- Troubleshoot and resolve issues with OPC DA, A&E, HDA, OPC UA, and related data integration tools in industrial environments, using Matrikon’s support resources.
- Analyze logs, configuration files, and customer environments to determine root causes and recommend corrective actions, ensuring efficient problem resolution.
- Manage customer interactions through ticketing systems, email, and phone support, ensuring timely case acknowledgment, updates, and closures.
- Collaborate with engineering teams to replicate customer issues in a lab environment, and assist in product installations, migrations, and system configurations.
- Mentor junior engineers, create knowledge base articles, and work cross-functionally to enhance customer outcomes and integrate AI tools to improve support efficiency.
Key skills and qualifications
- Bachelor’s degree in Computer Science, Electronics, Instrumentation, Electrical Engineering, Industrial Automation, or a related field, with 6+ years of relevant technical support experience.
- Strong expertise in OPC Classic (DA/A&E/HDA) and OPC UA, industrial communication concepts, Windows-based software troubleshooting, and network troubleshooting (TCP/IP, ports, firewall, etc.).
- Experience with industrial connectivity and products, including data historians, SCADA, HMI, DCS, and PLC ecosystems, such as Honeywell PHD and Emerson Delta V.
- Excellent written and verbal communication skills, with proven ability to handle escalations and manage customer expectations effectively.
- Familiarity with industrial automation systems, integration protocols (e.g., Modbus, MQTT), and experience with virtualized system deployments in industrial settings.
- Knowledge of CRM/case management systems, incident management practices, and the ability to create customer-facing documentation from product manuals and release notes.
Our offer
- Opportunities for professional development and career advancement.
- A dynamic and inclusive work environment that fosters innovation and growth.
- A culture that fosters inclusion, diversity, and innovation in an international work environment.
- Experienced leaders to support your professional development.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!
Sr Tech Support Professional - Matrikon in Bracknell employer: Honeywell
At Honeywell, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work environment in Bracknell that fosters innovation and professional growth. Our commitment to employee development is reflected in our supportive culture, where experienced leaders mentor talent and encourage collaboration across teams. With opportunities for career advancement and a focus on diversity, we empower our employees to make meaningful contributions while enjoying the benefits of a global company dedicated to shaping the future.
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We think this is how you could land Sr Tech Support Professional - Matrikon in Bracknell
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We think you need these skills to ace Sr Tech Support Professional - Matrikon in Bracknell
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Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Honeywell.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Honeywell. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Honeywell
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
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IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
